INTERNSHIP REPORT ON SYARIAH HOTEL SOLO

Submitted as Partial Fulfillment of the Requirement for Getting

Bachelor Degree of Economics in Economics and Business Faculty

by :

Dini Isnaini

B100133003

DEPARTMENT OF MANAGEMENT

FACULTY OF ECONOMICS AND BUSINESS

UNIVERSITAS MUHAMMADIYAH SURAKARTA

2018

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INTERNSHIP REPORT ON SYARIAH HOTEL SOLO

ABSTRAK

Magang adalah salah satu prasyarat mahasiswa double degree untuk

menyelesaikan program studinya. Program magang ini bertujuan untuk

menambah ilmu pengetahunan mahasiswa dan juga pengalaman di dunia

kerja. Program magang ini dilaksanakan di Syariah Hotel Solo, Jalan Adi

Sucipto, No. 47, Solo, Jawa Tengah. Ada lima departemen yang saya pelajari

di hotel ini: Front Office, Housekeeping, Sales dan Marketing, Food &

Beverage Service, Food & Beverage Production. Program magang dimulai

dari tanggal 7 Juli 2017 sampai dengan 17 Agustus 2017. Laporan magang

ini berisi tentang presentasi studi kasus dari setiap departemen. saya

menggunakan metode observasi dalam penulisan laporan ini.

Keyword: Magang, Studi Kasus, Metode Observasi

ABSTRACT

Internship is one of the requirements for Double Degree student to complete

the study program. This internship program aims to enable student to gain

more knowledge and also experience in workplace. This internship program

held in Syariah Hotel Solo, Jalan Adi Sucipto, No.47, Solo, Central Java.

There are 5 department that I studied in this hotel: Front Office,

Housekeeping, Sales and Marketing, Food & Beverage Service, and Food &

Beverage Production. Internship program start from July 7th, 2017 until

August 17th, 2017. This Internship report contains presentation of case study

from each department. I used observation method in the writing of this report.

Keyword: Internship, case study, observation method

1. INTRODUCTION

Syariah Hotel Solo with Lorin Hotel Solo are managed by PT. Hotel

Anomsolo Saranatama (HAS) which belong to Tommy Soeharto. This

Syariah Hotel was intentionally built in Solo because Solo was the historical

city of Tommy Soeharto's first hotel establishment, named Lorin Hotels and

Resort. Syariah Hotel Solo presents a new and different hotel atmosphere in

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Solo. Modern Islamic nuance is dominantly applied to every interior and

exterior of this building. The location is close to the rice fields so that the

hotel is fresh and cool and it makes the guests feel comfortable.

Internship program is requirements to take senior project in Hotel

Management program at Kyungdong University, South Korea. This

internship was held for 320 hours (40 days, 6 units). Syariah Hotel Solo is a

good place to study for internship program. This is one of he biggest syariah

hotel in Indonesia. The Hotel has many rooms and also MUI Certificate for

their Food and Beverage, so Muslim people will feel comfortable to stay in

this hotel. I worked in five departments: Front Office, Housekeeping, Sales

and Marketing, Food and Beverage Service and Food and Beverage

Production.

1.1 Short Desription about Syariah Hotel Solo

Syariah Hotel Solo was built on March 11th, 2014 in Solo city, Central

Java which has 11 floors. In general, the syariah hotels only have capacity of

70-100 rooms, but Syariah Hotel Solo has 360 rooms, consists of four types

of room: Standard Room, Superior Room, Deluxe Room, and Family Suit

Room. The location of this hotel is about 2.8 km from the city center, 16 km

from the airport, 10 km from Pasar Gede Solo, and 8.4 km from Radya

Pustaka Museum. The location of the hotel is not far from Adi Soemarmo

International Airport, which is located at Jalan Adi Sucipto. 47, Solo, Central

Java.

1.1.1 Vision

To become the first most sought starred Syariah Hotel in Surakarta and

Central Java and get significant profit in the next five years

1.1.2 Mision

- Committed to generate optimum benefits to the owners.

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- To meet and improve the needs of consumers and hotel owners by providing

excellent products and services.

- Committed to be a hotel that is known by consumers both nationally and

internationally.

1.1.3 Hotel Facilities

-Security office

-Parking area

-CCTV

-Wi-fi in public area and all rooms

-Hotel restaurant

-Smoking area

-24 hours room service

-Laundry service

-Elevator

-Airport shuttle service with an additional cost and a free shuttle service to

downtown Solo.

-Mosque on each floor, the largest mosque is on the 1st floor, close to the

lobby and lifts (this mosque is often used for regular monthly recitation)

-Prayer time markers

-Rest room

1.2 Problem Statement

1. How the Front Office Department guest service especially for foreigner

can be improved and maintained?

2) How to minimize complain from guest to the Housekeeping department

regarding to the hotel services and facilities?

3) How to add an employee for Sales Administator Personnel?

4) How guest preference give positive effects to the hotel income?

5) How to implement waste management in Syariah Hotel Solo?

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1.3 Research Objectives

1) To analyze how Front Office Department guest service especially for

foreigner can be improved and maintained.

2) To analyze the way to minimize complain from guest to the

Housekeeping department regarding to the hotel services and facilities.

3) To analyze the improtance of additional employee for Sales

Administator Personnel.

4) To analyze how guest preference give positive effects to the hotel

income.

5) To analyze regarding waste management problem in Syariah Hotel

Solo.

2. METHOD

Case study is a research method involving an up-close, in-depth, and

detailed examination of a subject of study (the case), as well as its related

contextual conditions. In doing case study research, the "case" being studied

may be an individual, organization, event, or action, existing in a specific time

and place. There are five department: Front Office, Housekeeping, Sales and

Marketing, Food and Beverage Service, Food and Beverage Production.

There is one case study for each department.

3. ANYLISIS AND RESULT

3.1 Case Study Front Office Department

Front Office Department considers of 16 sectors, they are; Front Office

Manager, Duty Manager, GRO, Supervisor, Reservations, Receptionist,

Telephone Operator, Driver, and BellBoy. In Syariah Hotel Solo, not all the

Front Office Staffs can speak English fluently.

3.1.1 Point of View

The case was analyzed from the guest point of view.

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3.1.2 Statement of the Problem

General:

▪ How the Front Office Department guest service especially

for foreigner can be improved and maintained?

Specific:

▪ From the observation in Syariah Hotel Solo, there are

foreigner guests but some Front Office employee cannot

speak English fluently.

3.1.3 Objectives

This analysis aims to provide a solution that will improve the quality of

employee service, based from the knowledge that I learned in HM subjects.

3.1.4 Analysis Course of Action

Alternative course of action #1. Hire new employee who can speak English

fluently.

Advantages:

❖ The new employee who can speak English fluently can easily

communicate with the foreigners. Foreigners will feel more

comfortable to stay in Syariah Hotel Solo because they can give

maximum service start from the Front Office Department.

❖ They also can motivate other employee to improve their language

skills.

Disadvantages:

❖ Hiring new employee means incurring additional expenses. Hotel

financial resources will be affected.

❖ The new employee may take time to adapt in new hotel

environment.

Alternative course of action #2. Training the current employee regularly, so

that they can improve their language skills.

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Advantages:

❖ The current employees have already known the flow of the service

in Front Office, if they improve their language skill by training,

they can fulfill the guest needs and expectation easily.

❖ The current employees are more familiar with the hotel

environment.

Disadvantages:

1) The time of learning may be different from one person to others,

so it will take some times.

3.1.5 Recommendation

Upon evaluation, it is recommended to take the Alternative Course of

Action#2. The current employee cannot speak English fluently but they

already know the flow of its service, so it is better to give them training for

improving their language skills to improve the service and performance of

employees.

When recruiting a new employee, Human Resources Department should be

held the test and interview of foreign language skills. Communication skills

is very important in Hotel, especially in Front Office Department, because

this department handle the guest the first time, so that they should make good

impression.

3.2 Case Study Housekeeping Department

Housekeeping department of Syariah Hotel Solo sometimes receive guest

complain. They receive complain from guest who talk to the Front Office

department.

3.2.1 Point of View

The case was analyzed from the guest point of view.

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3.2.2 Statements of The Problem

General:

▪ There are some complain from guest to the Housekeeping

department regarding to the hotel services and facilities.

Specific:

▪ The guest’s problem experience to the hotel service

(service-related complain).

▪ The guest complains related to the hotel equipment

malfunctions. (mechanical complain).

3.2.3 Objectives

This analysis aims to provide the solutions to handle and minimize the guest’s

complain based from the knowledge that I learned in HM subjects.

3.2.4 Analysis Course of Action

Alternative Course of Action #1.Housekeeping department should give

attention to the guest need and expectation for the service, checking all the

function of the equipment and facilities.

Advantages:

❖ Housekeeping staffs can prepare all the guest need and

expectation from the beginning time.

❖ Preparation of those thing will minimize the guest

complain in Syariah Hotel Solo.

Disadvantages:

❖ Not all the staffs is paying attention to detail, so

Housekeeping supervisor have to remind the staffs before

they start doing their tasks.

❖ Some of the unpredictable problem will exist.

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Alternative Course of Action #2. Put the evaluation paper in the guest room,

so that the guest can fill it up with complain or suggestion.

Advantages:

❖ The housekeeping staffs can understand whether the guest

satisfied or dissatisfied with the service and facilities in the

hotel.

❖ It can be guest history of the hotel. Housekeeping staffs

can use this paper as media to evaluate their perfomance

while giving guest service in Syariah Hotel Solo.

Disadvantages:

❖ Not all the guests are willing to write their experience,

complain or suggestion when they stay in Syariah Hotel

Solo. Some of them are just ignorance this evaluation

paper.

❖ It can make an additional expenses for printing the paper.

3.2.5 Recommendation

Upon evaluation, it is recommended to take the Alternative Course of

Action#1. It can be called as preventive action. This is very important to do

especially in hotel and hospitality sector. Housekeeping staffs will try to

understand what the guest need and expectation of the hotel service and

facilities. it will also minimize the guest complain.

3.3 Case Study Sales and Marketing Department

In Syariah Hotel Solo there is only one personnel for Sales Administrator.

When I had internship in this department, I couldn’t get many knowledge

and experience in adminstrative because at that time the personnel was sick

and she had to get treatment in the hospital. There was one Training person

from International Hotel Management School in Indonesia. She takes the

responsibilities for the administrative task.

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3.3.1 Point of View

The case was analyzed from the point of view of the Sales Administrator

Personnel.

3.3.2 Statement of The Problem

General:

▪ There is limited number of Sales Administator Personnel.

Specific:

▪ Sales and Marketing Department has one personnel, this

will be problem when she can not attend the job because

her task is dealing with the customer and other daily sales

administration activities.

3.3.3 Objectives

This analysis aims to provide a solution regarding limited number of Sales

Administrator Personnel based from the knowledge that I learned in HM

subjects.

3.3.4 Analysis Course of Action

Alternative Course of Action #1.Hire one more Personnel for Sales

Administrator. Sales Administrator has multi task. This person will help Sales

Admin in Syariah Hotel Solo related to the division of the task. For example

the flow of making an event, first he/ she should make BEO.

Alternative Course of Action #2. If Sales Administrator can not attend to hotel,

one of the Sales Executive should replace his/her role in doing administrative.

Training the other staff regarding of general knowledge about sales

administrative, so that he/she can help the Sales Administrator when it is in

urgent situation. This also need approval from Director of Sales and General

Manager.

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3.3.5 Recommendation

Upon evaluation, it is recommended to take the Alternative Course of Action

#1. Hire one more Personnel for Sales Administrator. It will make faster

and more effective in doing all the duties of Sales Administrator. They will

have different task, but they can completing each other. If there is one Sales

Admin can not attend job, others can take his/ her duties.

3.4 Case Study Food and Beverage Service Department

In Syariah Hotel Solo, there is Al-Kautsar Coffee Shop and Restaurant. This

restaurant is opened for breakfast, lunch and dinner. In the morning Al-

Kautsar Coffee Shop and Restaurant served free buffet breakfast menu. For

lunch and dinner guest can order A la Carte type of food. Guest prefer to eat

outside the hotel for lunch and dinner. This make the hotel income is not

increasing. Hotel staffs should have an innovative way to make the guest

feel interest and choose to eat in hotel. If many guest come to the restaurant

and enjoy the food, it will give positive affect to the hotel income.

3.4.1 Point of View

The case was analyzed from the point of view of the guest preference.

3.4.2 Statement of The Problem

General:

How guest preference give positive effects to the hotel income?

Specific:

▪ Some guest prefer to take lunch and dinner in Al-Kautsar Coffee

Shop and Restaurant because they thought that it can be faster and

saving their time

▪ Some guest prefer to take lunch and dinner outside Al-Kautsar

Coffee Shop and Restaurant because they did not known what kind

of menu that has good taste and suitable price.

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3.4.3 Objectives

This analysis aims to provide a solution regarding guest preference based

from the knowledge that I learned in HM subjects.

3.4.4 Analysis Course of Action

Alternative course of action #1. Food and Beverage Service Department

works together with Front Office and Sales&Marketing Department. This 3

departements collaborate to make Al-Kautsar Coffee Shop and Restaurant

known by the guest.

Front Office staff will introduce Al-Kautsar Coffee Shop and Restaurant

when guest check in time.

Sales & Marketing staffs can make promotion for Al-Kautsar Coffee Shop

and Restaurant by making pamphlet for each room. They also make

promotion in social media, so that the guest will know about the promo, menu,

and they will come to this restaurant.

Food and Beverage Service staffs can give good impression to the guest

especially in breakfast time, so that they will come to reataurant in lunch and

dinner time. They also can call the guest to the room for asking whether the

guest will order for room service.

Alternative course of action #2. Give the guest preference form in each room

of Syariah Hotel Solo. Food and Beverage Department staffs prepare the

guest preference form for each room, so that they will know about the guest

preference menu in Al-Kautsar Coffee Shop and restaurant.

The form consist of some questions about food and beverage department such

as:

-Have you ever try to eat in Al-Kautsar Coffee Shop and Restaurant?

-What menu that you like to eat in this restaurant?

-How about the service that given by staffs to the guest?

-Will you come again to Al-Kautsar Coffee Shop and Restaurant?

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3.4.5 Recommendation

Upon evaluation, it is recommended to take the Alternative course of action

#1. Food and Beverage Service Department works together with Front Office

and Sales & Marketing Department. Guest will know about the restaurant,

menu, and service by the promotion of this 3 hotel department. Restaurant has

variative menu for the guest, but sometimes they do not know about it, so

departments of hotel should make it well known by the guest. Promo that

published in pamphlet and social media can attract the guest to come and eat

in Al-Kautsar Coffee Shop and Restaurant. If many guest come to the

restaurant, it will give positive effects to hotel income.

3.5 Case Study Food and Beverage Production Department

Syariah Hotel Solo should improve their way to manage waste. They put all

kinds of waste in one big plastic and put it in one place behind the hotel.

Then, they called third parties to bring their waste everyday.

3.5.1 Point of View

The case was analyzed from the point of view of waste management.

3.5.2 Statement of The Problem

General:

▪ Waste Management should be implemented in hotel

industry.

Specific:

▪ Syariah Hotel Solo has not manage their waste properly.

▪ Food and beverage production has bio-waste.

3.5.3 Objectives

This analysis aims to provide a solution regarding waste management in

Syariah Hotel Solo.

3.5.4 Analysis Course of Action

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Alternative Course of Action #1.The hotel buys a waste separator machine.

Hotel can buy this machine from Beston. Beston automated waste segregation

system can ensure the superior quality of the sorted materials. The main raw

materials can be urban waste, household garbage, solid waste, plastic garbage

and others waste.

Alternative Course of Action #2. Hotel buys many kinds of waste bins to

separate it, educated the employee and also to inform the guest how to use it.

The bin is for paper, cans and bottles, compost and waste only.

3.5.5 Recommendation

It is recommended to take the Alternative Course of Action #2. Hotel buys

many kind of waste bins to separate it, educated the employee and also to

inform the guests how to use it. Hotel can start to improve the waste

management by using this four kind of waste bins. It would not cost as much

as we buy waste separator machine. If the waste already separated, it is easy

for hotel to inform the third parties to collect the waste. Hotel’s environment

also will look more clean and organize than before.

4. CONCLUSION AND RECOMENDATION

4.1 Conclusion

Internship is one of the requirements for Double Degree student to

complete the study program in Universitas Muhammadiyah Surakarta and

Kyungdong University. I had to learn and experience in five department in a

hotel: Front Office, Housekeeping, Sales and Marketing, Food and Beverage

Service, and Food and Beverage Production. Every student should make

Internship Report that contains presentation of each department and case

study. The case study is about some problems that happened in Syariah Hotel

Solo, i.e.:

❖ Front Office Department

Case Study : Languange Barrier

❖ Housekeeping Department

Case Study : Guest Complain

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❖ Sales and Marketing Department

Case Study : Sales and Marketing Personnel

❖ Food and Beverage Service Department

Case Study : Guest Preference

❖ Food and Beverage Production Department

Case Study : Waste Management

4.2 Recommendation

1. Human Resources Department should recruit the personnel who has

language skills, especially English.

2. Housekeeping Department should conduct research regularly about

guest need and expectation, so it will minimize guest complain.

3. Add more employee, based on the needs of each department.

4. Departments have to do promotion for restaurant menu, so the guest feel

interest to eat in hotel restaurant.

5. Hotel management should pay attention to the environmental impact.

BIBLIOGRAPHY

Lumawig, F. 2017. Practicum Report on Discovery Country Suites Tagaytay.

David, Jack, and Allisha. (2017). Hotel Operations Management. Pearson.

Website Syariah Hotel Solo (2017). Retrieved 19 December 2017 from

http://www.syariahhotelsolo.com/

Beston Garbage Sorting System (2017). Retrieved 26 December 2017

http://wastesortingmachine.com/automatic-sorting-machine/